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Questions tagged [omnichannel]

Omni-Channel is the Service Cloud’s comprehensive customer service solution that pushes work to agents in real time, right from the Salesforce console

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votes
1answer
210 views

Is there any way to get the number of pending chat request on omni channel?

I have a requirement to get the number of pending chat request in the omni channel. I have set the presence configuration capacity to 5 so that an agent can have only 5 chat requests. if a case is ...
4
votes
1answer
16k views

Automatically associate chat transcript to case and account

We're using the service cloud console and live agent chat. We have chosen not to automatically create a new case for every inbound chat request (So Deployment API and pre-chat API are probably not in ...
7
votes
4answers
4k views

How to succesfully test AgentWork trigger?

I am using AgentWork trigger in my logic and I cannot achieve code coverage goal. Simple test method: Id cId = [SELECT Id From Case Where Subject = 'Case Subject'].Id; User u = [SELECT Id From User ...
4
votes
2answers
658 views

CaseId is not associated to LiveChatTranscript record as expected

I'm using the Live Agent Deployment API to trigger the live chat flow, before initialize the chat window we also run saveToTranscript to associate a Case to LiveChatTranscript by filling the case id, ...
0
votes
1answer
812 views

Show pop-up or toast or banner in Lightning Service cloud console

We are using omni channel. Goal is to enhance the experience of an incoming call. We want some sort of toast to appear inside console when an agent receives incoming call. So far this is what i have ...
1
vote
1answer
63 views

How to create PendingServiceRouting for External Routing using rest API

I am trying to create a PendingServiceRouting object for external routing using Postman, however it just gives me the following error: { "message": "field integrity exception&...
0
votes
0answers
286 views

chat embedded_svc.settings.fallbackRouting not working

I am trying to implement a fallback routing mechanism for my chat implementation with skills routing. I am putting my chat snippet in a VisualForce page: <apex:page showheader="false" ...
0
votes
1answer
877 views

how to hide toast

We are using a backgroundutilityitem component, where we fire a toast event - https://developer.salesforce.com/docs/component-library/bundle/force:showToast/documentation I know it shows the toast, ...